Marcus by Goldman Sachs®  Reviews 118

I’ve been trying to close my deceased mother’s account for over 2 months. I’ve called 4 times now, each call taking over 30 minutes. I submitted the requested form promptly, and each call confirmed and requested the status. On the last call I again told the rep I was calling about CD account for my deceased mother. After taking my info, the rep then asked if my mother could come to the phone. My issue wasn’t resolved so I asked to speak to a supervisor. Rep said it would take one to three days for a call back.

Marcus screwed the purchase of my home. I called to confirm they could wire money to my escrow bank and they said that they could only confirm on the day money was to be sent. On that day they rejected my wire and I could not close on the property. I will never do business with this company again.

I have some CD's accounts there. I'd previously phoned with some very basic questions about a current so-called "bonus" offering. As usual, I provided all of the requisite personal ID data.
Then I asked the rep to access my accounts data. She did so.
With that information directly on her screen, I first asked that she acknowledge the financial number I cited, the very one on her screen. The reply she was not able to"calculate" the total. Good grief. It did not require a calculator to add up the on screen numbers.
The reason for my asking directly related to a forthcoming series of related questions bearing on the "bonus" offering, such seeking some simple verifying answers.
Finally, I asked to speak to a supervisor. I was then put on hold for maybe 3-4 minutes.
That rep then came back on line and asked if I'd wait another 5-10 minutes to be connected to a supervisor.

At that point, I'd had enough and said to rep, thanks, but no, and I'll hang up now.

Previous to the phone calls, and first occurring ovwer the last few days, SEVERAL times I tried to solicit the same desired information by means of accessing the bank's chat room. Only EVERY time I entered my text information, then clicked to transmit, the same message appeared. "Sent failed." Also, when some minutes ago I'd asked the aforesaid phone rep what the problem is with the supposedly 24-7 available chat room, the reply received was no such problems have been reported. You bet!
Now today I tried that chat room again, and finally I was able to transmit the same as before questions, and then followed a series of replies, some notably at variance depending on which rep responded. However, when direct questions were again posed, each rep was only able to repeat certain Marcus Bank scripted answers. Ultimately, I discerned the need to really limit the scope and nature of my questions, the last limited to just two related ones. And one of the answers received? Totally at odds with the very text which appears in the FAQ section of the bank's website!
On another topic, Marcus Bank would do well, as do some other financial institutions-- at least from the customer point of view-- to allow email exchanges. Among the useful advantages, the account holder would readily be able to have a written record of what discourse had actually transpired!
In all, this outfit is long on hype about its alleged, but deemed missing superior customer service, but woefully short on actual delivery of it.

Beware stay away from them if you want access to your money after you deposit it. Firstly they take up to 3 days to do an ACH transfer to a major US Bank when the transfers are successful.

But I struggled to get large transfers to my Chase account and needed the money urgently to buy a house. Phone calls were also unsuccessful and multiple transfers rejected. I finally had enough and closed my account

I have had CD's with Marcus for many years but now have reached the limit of my patience while trying to open a joint CD for the last 6 months. I have several existing joint CDs with them but have been unable to open a new joint CD online. Every time, after filling out the application form online I am being redirected to talk to an agent by phone. The agents seem to have had little or no training as they have led me around in circles so, after spending 1 hour with 2 different agents today my CD is still not opened. I am now putting my money into a local bank. Do not have the time or inclination to waste any more time with this bank.

Difficult to get funds back after CD closure requested. On the phone with Marcus for 90 minutes and still no resolution.

They allowed a hacker to get in my C D cash it out and transfer the money out to their account. I asked Marcus why they didn't do the 2 step verification process and they just said the hackers know how to go around it. Very bad online bank

I am having a horrible experience with getting some documents for my deceased mother. She passed away 7/2025 and the clerk of courts is requesting a copy of the beneficiary statement that shows me as a beneficiary. I was an authorized agent on her account and I am also the executor of the estate, contacted the documents unit @ Marcus on 11/5/25 to request the information and they stated that the requested documents would be sent on ~ 11/6/2025 and should take 7-10 business days.As of 11/18/25 still had not received the documents and called Marcus back and spoke with Freddy in the documents unit. He advised documents had not been sent and that a letter of testamentary that had already been provided. Spoke with Freddy and Deija. On 11/19/25 a “Victoria” from Marcus in TX left a message, returned her call on 11/20/25 and left message for “Victoria” with no call back or follow up to date. Would give a zero star if available.

Good luck dealing with them if you become an executor of an estate.
They're devoid of any common sense.
They take weeks to review documents then tell you you'll be getting the second check.
A week later they call me and tell me I need to send them another notarized L8 form before they can issue the 2ond check.
I mean WTF, my Father passes away, I'm the executor of his estate, and this is how I get treated?
Shop around for better rates just to avoid them, if not, SET UP BENEFICIARIES ON EVERY ACCOUNT, but that's good advice with ANY bank.
I'm QUITE underwhelmed with their service.

This is absolutely the WORST experience opening an account I have ever dealt with. They are completely INCOMPETENT and I am now concerned of a security risk since I had to give MULTIPLE people PII information AFTER attempting to open an online account. I asked the representative why I had to provide my PII information to multiple people and she could not answer that. This poses a huge security concern and they should be investigated IMMEDIATELY!!! Why do we have to give all our PII information to multiple people?!?!?!?!!?!!

We are expecting a check for a closed CD. We have made a few calls to get some clarification on where the check is. We finally asked for a supervisor and got Ty. He was amazing and answered all our questions clearly and concisely. So grateful! Thank you, Ty! You are a SuperHero!
Elizabeth

We are filing a case in the district court of New Hampshire against Marcus for false and misleading practices as well as failure to verify information on their public web site. As a result, I was penalized with a substantial early withdrawal penalty. This is erroneous and unsubstantiated. They say conversations are recorded for training purposes which is only partially true. When the recordings benefit them they use it against you. When the recordings benefit you they REFUSE to listen to them. What kind of business does this?

I transferred a substantial 6 figure cash balance from my brokerage account to my Marcus savings account, only to find out after the fact that Marcus had previously closed the account without any prior warning or subsequent notification! Calls to Marcus Customer Service revealed that they closed the account because it had a zero balance for just 2 months, which is unbelievable because I had banked there for more than a decade and had zero balance occasionally in my savings account at ally, Capital One, American Express Savings, etc. without any issue. Since the savings account is the main entry and exit point at Marcus, I asked what they expect to do when my 2 CDs already there expired, only to be told by the "Supervisor" that I can transfer the funds to the linked external accounts on file. Obviously, Marcus is a bank that does not do "customer service" and is happy for substantial deposits there to go to their competitors. No wonder Goldman Sachs is not happy with this branch of their business and would like to get rid of it if possible, since it tarnishes their name and does not add to their profitability. Marcus does pay competitive savings rate, but that it a double-edge sword because they have to in the face of deposit losses. What goes around comes around, as I am also moving my substantial deposits to Capital One and others. The loss is Marcus'!

I needed to do a wire transfer to a bank I'd previously done one to, but was told that they no longer worked with that organization and that I had no option to get my money out other than a physical check being mailed. They assured me that they were mailing the check out via FedEx that day. When I called back four days later for a tracking number they said they didn't have one... yet, but gave me a case number for the tracking number to be created. I called back a little over a week after the original request to pull my funds out and they said now that the check was JUST sent the day prior through USPS and that they have no tracking number. Absolutely amateur hour BS and I still do not have MY money. Never bank with this institution. There are options with better rates and your money won't be tied up in nonsense.

Literally the worst online savings ever. They stole over $10,000 from me and could care less so looking forward to putting them all in jail while I get my money back.

I opened a Marcus savings account because of the advertised competitive rates, but my experience has been extremely disappointing. My account was locked without a clear explanation, and I was unable to withdraw my funds. Marcus required me to submit an affidavit but failed to send it on time, which created unnecessary delays.

As an international student in the U.S., I had set aside these funds specifically to pay my tuition fees. Because of Marcus’s delays, I was unable to make my tuition payment on time, which caused me serious stress and hardship. Even when I placed withdrawal requests, funds were not returned promptly, and customer service representatives were not able to provide clear or helpful answers.

Access to one’s own money and responsive service should be a basic expectation from any bank. Unfortunately, Marcus failed to meet that standard. I would not recommend them, particularly to students or individuals who rely on timely access to their savings.

Filling out an application for a CD. To get approved, you must except third party correspondence and we all know what that means. Spam emails, spam calls and spam texts. So I used my landline number which was ok with them. They would send verification numbers to my email. I kept getting fails online and would have to keep calling them and repeating ALL my personal info again and again. And just the dumbest people on the phone. Not worth the frustration. I hate that they have all my personal info now. Went to nerd wallet and found a better deal.

I had no complaints until I paid off my loan. I called in the person gave me the pay off... GREAT.. until the next morning and the person hit my pay off twice! This morning I looked at my bank balance and seen I was over drawn. I called and got the same person and she admitted the mistake it was way north of $10,000 so I said please correct and send me the money back. Thats where the runaround started . A manager was supposed to call me back . I waited 2 hours no call back... I called back run around # 2 got a manager after being told I couldnt talk to his boss.. Told maybe 10 business days or longer to get my money back. I paid off all my credit cards and everything outstanding and everything will be bouncing and I wont have any funds.. Nothing n Credit cards no debit card.. They didnt care. They admitted it was their fault their mistake .When I ASKED TO TALK TO A HIGHER UP THEY SAID NO ONE TALKS TO THE HIGHER UPS
Their mistake and they didnt care!!! Dont borrow from them .. if you have a problem .. your Stuck

I opened an ols(online saving account) on marcus.com from Goldman Sachs in 2019 and have used it since. On 6/19/25 I received an e- mail from marcus which seemed to be very important( but contained absolutely no actual information) to call them ASAP. I called the phone# 855-730-7283 and before I knew what happened They had froze my account. I talked to 6 or more reps,each dumber then the previous one for several hours. They have no authority to solve anything except to talk to me like I was a criminal and not a customer. Really Goldman, You can't do better then a low end no quality cheapest offshore customer service facility in the world. I'd give you a -5 but 1 star is all I got. There was absolutely no reason for that e- mail in the first place. 6 years zero issues Why did you really send that e-mail ?? I currently have approximately
$10,598.00 sitting in my marcus ols

If I could do a ----- I would. Was this close to calling my attorney general in my state as they held my money hostage. I called MULTIPLE times, regarding my inability to access my account and NO ONE could tell me what was wrong. I spent HOURS and HOURS literally on the phone chain demanding to speak with someone who actually had authority to tell me what the problem was, and NO ONE could answer me. Eventually, after near panic attacks and anxiety out the yang, they stupidly decided I was not legal on some level and sent back my money to the bank it came from. IT WAS OUTRAGEOUS! DO NOT DEAL WITH THIS BANK!